Specialist, IT Support

Overview

About the company 

Consilio stands as the global leader in eDiscovery, document review, flexible legal talent, and legal advisory & transformation consulting services. With its Consilio Complete suite of capabilities, the company empowers multinational law firms and corporations using innovative software, cost-effective managed services, and deep legal and regulatory industry expertise

Job Summary: 

L1 Technician serves as the first point of contact for users seeking technical assistance. They provide basic troubleshooting, resolving routine issues and escalating complex problems to other support teams

Responsibilities

• Respond to Help Desk (Service Desk and SNOW) tickets, calls and chatbot in a timely manner
• Diagnose and resolve common IT problems using established procedures and knowledge base articles
• Perform initial troubleshooting for Hardware issues, software applications, operating system errors, and network connectivity problems and escalate appropriately
• Guide users through step-by-step solutions and provide basic training on various IT systems and applications
• Maintain clear and thorough records of troubleshooting steps, resolutions, and system configurations within the ticketing system and knowledge base
• Demonstrate a basic understanding of SaaS (Software as a Service) concepts
• Create, modify, and deactivate user accounts in SaaS platforms like Office 365, ServiceNow, etc
• Manage user permissions and access rights to different SaaS applications and resources
• Responding to and resolving common user issues related to SaaS applications, such as login problems, application errors, or basic feature usage questions
• Providing initial support for Office 365 services (Email, OneDrive, Teams, SharePoint), including basic configuration and troubleshooting
• Escalate complex or unresolved issues to appropriate L2 or L3 support teams following established procedures
• Assist with regularly scheduled maintenance activities and smoke testing as needed for other activities
• Follow standard operating procedures and escalation paths
• Provide excellent customer service and communication
• Participate in regular standup meetings and update on issue status

Qualifications

Minimum Education Requirements

• 1+ years of experience in a helpdesk or IT support role
• Familiarity with ticketing systems such as ServiceNow, Service Desk
• Basic understanding of SaaS concepts and platforms
• Strong communication and customer service skills
• Ability to work independently and collaboratively
• A+ or similar certification is a plus

Mandatory Experience 

· You have at least 1+ years of experience in either IT, support, customer service or other technical role.

· You have a strong proficiency with O/S (Windows & Mac), Microsoft 365, Active Directory

· You have excellent problem-solving skills and communication skills to convey resolution steps.

· You are a fast learner who can quickly master new workflows, applications, and security policies.

Preferred Skills

· Experience in eDiscovery not required but preferred

Why Join Us

• Be part of a collaborative and innovative work environment. 

• Opportunity for professional growth and development. 

• Competitive salary and benefits package. 

• Contribute to shaping the future of our software development processes.

Consilio’s True North Values

• Client Experience | Listen for the “why”. Clearly define success. Be accountable. Go the extra distance to create moments that matter. 

• Collaboration | Treat everyone with respect. Welcome diverse views. Partner across geography, generations, and teams. Rally around final decisions. 

• Innovation | Always be curious (ABC). Challenge the status quo. Experiment and fail forward. Build for the future. 

• Grit | Focus on what matters. Work with passion and persistence. Think like an owner. Deliver results you’re proud of. 

Consilio, LLC is an EEO/Affirmative Action Employer and does not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability or any other legally protected status.